The Market Size of Customer Engagement Management

We would love to see more work done by analysts to size up this market.

If Paul is right and this market is going to be the natural evolution of Social CRM and Social Business, then the market will be very large indeed.

The total spend in 2010 on social software was according to Gartner, $770 million, a fraction of the CRM market which was around $15 billion in 2010, $16.5 billion in 2011 and projected to be more than $18 billion in 2012 by IDC.

According to ABI Research, the latest global enterprise social collaboration market forecasts show revenues will reach $3.5 billion by 2016 up from $898.6 million on 2010.